Define the stages of the experience and the moments of truth that comprise all of the experience touch points. This includes both the obvious touch points, such as “when the customer places their order,” and also those opportunities that might be missed, such as “when the customer places their 100th order” or “when the customer has contacted customer service three times in a month.”
Lead your teams to identify the key top 10-20 moments of truth so that you can prioritize the touch points.
Once you have the prioritize touch points, begin working on improving reliability and weaving in the differentiating “wow” moments.
The significance of this is huge…. Not enough companies understand this is the first “duct tape” exercise to get your organization moving together in one direction.
